“Confused at this point ”

I have been working at Southwest Airlines full-time (more than 3 years)

Pros

Best company I have ever worked for fly benefits everyone is very friendly they appreciate us always doing fun things endless volunteer opportunities. Corporate is great

Cons

But lately I see a change which makes me sad it should be about customer service with a smile not possible to do all that they want now in less then 300 seconds unless your rushing

Advice to ManagementAdvice

Team leaders need to realize our mission statement & praise us for giving great customer service lets all be a team player we all have one goal to be successful together but to sit there & criticize bottom line did I help the customer & did I give great customer service not you helped to much

Schedule Changes monthly and is Seniority Based, Flight benefits are Standby and hard to come by. Most often you are bumped from flights if you don't travel in the AM, Management style is Micro-managing, Lots of senior employees BACK BITE, or run to management. Also, Union is of little help. Everything changes so frequently, and Company Barely train employees. When you start, you are trained over 10 percent of what you actually do, which is 90 percent of things. Management is over critical of your work. Company makes you feel they are DOING YOU A FAVOR, when they hire you because of the thousands of applicants that apply and are denied, plus the offering of possible free flights (which are STANDBY) and not guaranteed. Highly stressful environment. The ambulance always showed up weekly to wheel sick folks out of there. Company built a sick room for those sick. Most people around you were old and young sick individuals. Very mean Team leaders. Open door policy implemented, but you are MARKED if you use. Company tries too hard to PLEASE customers, which comes back to bite them. Now they change that, leading to droves of calls involving angry customers wanting free goodies, and always wanting to speak to a manager. Phone calls almost always involve a problem. When hired, company tried to ACT like everybody is so NICE and Positive. Different story when you get hired. Negative atmosphere. Horribleexperience! Salary is very low for all the work you do. People are paid more at 7-Eleven.

Advice to ManagementAdvice

Change your attitude. Appreciate your workers. Actually work weekly in Customer Representative shoes to see what we go through. Stop backbiting. Accept employee feedback as a chance to improve. Increase your starting salary. Pay more for people with experience and education. Thoroughly train new employees on at least 80 percent of the job, instead of 10 percent. Survey your company on why so many employees are sick and the ambulance keep coming weekly to pick up sick folks. Stop acting like you are doing employees a favor by giving them jobs. Be more humble. Stop backbiting among employees. Make it a violation of policy.